EP1417622B1 - Procede et systeme de mise en place de donnees d'archivage destinees a l'etude de revendications - Google Patents

Procede et systeme de mise en place de donnees d'archivage destinees a l'etude de revendications Download PDF

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Publication number
EP1417622B1
EP1417622B1 EP02770189A EP02770189A EP1417622B1 EP 1417622 B1 EP1417622 B1 EP 1417622B1 EP 02770189 A EP02770189 A EP 02770189A EP 02770189 A EP02770189 A EP 02770189A EP 1417622 B1 EP1417622 B1 EP 1417622B1
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EP
European Patent Office
Prior art keywords
backup data
user
trouble
information
occurred
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Lifetime
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EP02770189A
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German (de)
English (en)
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EP1417622A2 (fr
Inventor
Toshio Ueno
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Toshiba TEC Corp
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Toshiba TEC Corp
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Publication date
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Publication of EP1417622A2 publication Critical patent/EP1417622A2/fr
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing
    • Y10S707/99933—Query processing, i.e. searching
    • Y10S707/99936—Pattern matching access
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99941—Database schema or data structure
    • Y10S707/99943—Generating database or data structure, e.g. via user interface
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99941—Database schema or data structure
    • Y10S707/99944—Object-oriented database structure
    • Y10S707/99945—Object-oriented database structure processing
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99951—File or database maintenance
    • Y10S707/99952—Coherency, e.g. same view to multiple users
    • Y10S707/99953—Recoverability

Definitions

  • the subject invention relates to a method and system as well as to a computer program product running in such a system for providing backup data for use in a work of studying a measure against claims using a remote maintenance system.
  • a system or method is e.g. known from EP-A-0 822 473.
  • a remote maintenance system has been constructed, in which a user's product and a server of maintenance center are connected via a network and the user's product is subjected to suitable maintenance by remote control from the maintenance center.
  • a user's product to be subjected to maintenance incorporates a communication device such as a modem, and the user's product and a server of a maintenance center are connected through a network, for example, the Internet or a private line.
  • a method for providing backup data utilizing a remote maintenance system acquires claim information and generates a necessary backup date item from the claim information. Further, it accesses a device of a user having trouble and normally functioning device through a network and acquires information corresponding to the backup data item from those devices. By comparing the information of those devices a measure against the claim can be determined.
  • FIG. 1 is a block diagram for explaining the overall configuration of a remote maintenance system according to a first embodiment of the present invention.
  • a server 11 of a maintenance center which exercises control over product maintenance, is connected to each product 12 used by users via a network 13.
  • the network 13 may be a private line managed by the maintenance center and only used by subscribed users. Alternatively, it may be a line that can be used by anybody, such as the Internet.
  • FIG. 2 is a structural diagram of a server 11 used in the embodiment.
  • the server 11 comprises a CPU 21, a memory 22, an input device 23, a network interface 24, an output device 25, an intracompany LAN interface 26 and a system bus 27.
  • the memory 22 is a flash memory card including a flash memory card drive, a hard disk including a hard disk drive, a ROM, a RAM, or the like.
  • the input device 23 is a keyboard, a mouse, or the like.
  • the network interface 24 is connected to the network server 13, such as the Internet or the private line, i.e., a communication path to the outside of the server 11.
  • the output device 25 is a display or the like.
  • the intracompany LAN interface 26 is connected to another system or a printer in the maintenance center which uses the server 11, or an external system which uses information collected by the server 11. These are connected to one another by the system bus 27.
  • FIG. 3 is a flowchart showing an operation of providing backup data utilizing a remote maintenance system in the first embodiment. It is premised that the product of the user incorporates a communication device such as a modem, and is connected to the server 11 of the maintenance center via the network 13, such as the Internet or a private line.
  • a communication device such as a modem
  • the backup data items are information items necessary for studying measures to resolve claims. For example, if the product which is the object of a claim is a copying machine, the following are representative backup data items: the number of copies; the number of copies in each paper feed stage; the image concentration measurement value; the exposure set value; the automatic concentration adjustment set value; the drum charge adjustment set value; the network environment, etc.
  • the backup data table shows in a matrix what items of the backup data is necessary for a content of the claim.
  • FIG. 4 shows an example of a backup data item table 31.
  • the product which is the object of claim is a copying machine.
  • the claim types A, B, C, ... are arranged in the column direction.
  • the backup data items of the number of copies, the number of copies in each paper feed stage, the image concentration set value, the exposure set value, ... are arranged in the row direction.
  • the number of copies and the number of copies in each paper feed stage of the backup data items are marked with circles. This indicates that two backup data items of the number of copies and the number of copies in each paper feed stage are necessary for the claim type A.
  • the server 11 acquires claim information through the intracompany LAN interface 26.
  • the claim information includes contents of the claim, i.e., the state of trouble, the model of the product which is the object of claim, etc.
  • the server 11 may acquire the information as data through the intracompany LAN interface 26, or acquire it as data through the network 13 via the network interface 24 from the outside of the server 11.
  • the server 11 may acquire the information by input of claim information through the input device 23 into the server 11.
  • the server 11 In a step S12, the server 11 generates backup data items from the acquired claim information.
  • the CPU 21 of the server 11 reads the backup data item table 31 from the memory 22, and performs matching with the acquired claim information. If the acquired claim information includes claim type information, a backup data item can be generated by specifying the backup data item based on the corresponding claim type in the backup data item table 31. If the acquired claim information does not include claim type information, the CPU 21 of the server 11 may have a structure of analyzing the contents of the claim and choosing a suitable claim type from the table 31.
  • the server 11 accesses the product 12 of the user from the network interface 24 through the network 13, and acquires backup data from the product of the user.
  • the backup data is acquired from: 1. the product of the user which is the object of claim; and 2. a product of another user of the same model as that of the object of claim.
  • For item 1 it is necessary to acquire the backup data from the product which is the object of claim itself included in the claim information.
  • For item 2 it is necessary to acquire the backup data of another user, functioning normally, of the same model as that of the product which is the object of claim.
  • a step S14 the information corresponding to the backup data items acquired by the step 13 is notified to the equipment owned by the person in charge of measures against claims.
  • the information is notified as data to the equipment owned by the person in charge of the measures against claims through the intracompany LAN interface 26 of the server 11. It may be notified to the outside from the server 11 through the network 13 via the network interface 24. Alternatively, the information may be output through the output device 25 of the server 11, so that it can be notified to the claim countermeasure department by facsimile or mail.
  • FIG. 5 is a flowchart showing an operation of providing backup data utilizing a remote maintenance system of this embodiment.
  • the preconditions of the first embodiment also apply to this embodiment.
  • the same symbols as those used in FIG. 3 are assigned to the portions in common with the first embodiment.
  • Detailed descriptions of the step S11 to the step S14, in common with the first embodiment, will be omitted.
  • This embodiment is different from the first embodiment in that a step S21 is inserted between the step S13 and the step S14.
  • the backup data acquired in the step S13 is analyzed.
  • the information to be analyzed is the information acquired from the product of another user of the same model as that of the product which is the object of claim.
  • Data is analyzed item by item of the backup data based on the information. For example, if the item of the backup data is the number of copies, the number of copies in the acquired information is collected and the average number of copies of all products is calculated, or the maximum number of copies or the minimum number of copies is extracted.
  • step S14 follows.
  • FIGS. 3 and 4 are flowcharts of the method and the system according to the embodiments of the invention. Each block of the flowchart and combinations of blocks in the flowcharts can be implemented by computer program instructions. These computer program instructions may be loaded onto a computer or other programmable apparatus to produce a machine. These computer program instructions may also be stored in a computer-readable memory which can direct a computer or other programmable apparatus to function in a particular manner. The computer program instructions may also be loaded onto a computer or other programmable apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process.
  • An optical disk such as a CD-ROM, a magneto-optical disk such as an MO, or a semiconductor memory may be a concrete example of the computer-readable memory.

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Abstract

L'invention concerne un procédé de mise en oeuvre de données d'archivage au moyen d'un système de maintenance distant consistant à acquérir une information de revendication et à produire un article de données d'archivage nécessaires concernant l'information de revendication. Il consiste, en outre, à accéder à un produit utilisateur, via un réseau, et à acquérir, à partir du produit utilisateur, l'information correspondant à l'article des données d'archivage.

Claims (6)

  1. Procédé pour fournir des données de sauvegarde utilisant un système de maintenance à distance, comprenant :
    - l'acquisition d'informations de réclamation sur un dispositif (12) avec une fonction de copie chez un utilisateur, dans lequel une panne s'est produite ;
    - la génération d'un élément de données de sauvegarde nécessaire à partir des informations de réclamation ;
    - l'accès, à travers un réseau (13), au dispositif dans lequel une panne s'est produite et un dispositif fonctionnant normalement chez un autre utilisateur, qui est du même modèle que le dispositif dans lequel la panne s'est produite, et l'acquisition d'informations correspondant à l'élément de données de sauvegarde à partir du dispositif dans lequel la panne s'est produite et du dispositif fonctionnant normalement de l'autre utilisateur ; et
    - la comparaison des informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif dans lequel la panne s'est produite et les informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif fonctionnant normalement de l'autre utilisateur, et la détermination d'une mesure contre la réclamation.
  2. Procédé selon la revendication 1, caractérisé en ce qu'il comprend en outre :
    - la notification des informations acquises à partir du dispositif chez l'utilisateur et le dispositif chez l'autre utilisateur à un équipement possédé par une personne en charge des mesures contre des réclamations
  3. Système de fourniture de données de sauvegarde utilisant un système de maintenance à distance comprenant :
    - une section d'acquisition d'informations de réclamation qui acquiert des informations de réclamation sur un dispositif (12) avec une fonction de copie chez un utilisateur, dans lequel une panne s'est produite ;
    - une section de génération d'élément qui génère un élément de données de sauvegarde nécessaire à partir des informations de réclamation,
    - une section d'acquisition d'informations qui accède, à travers un réseau (13), au dispositif dans lequel une panne s'est produite et à un dispositif fonctionnant normalement chez un autre utilisateur, qui est du même modèle que le dispositif dans lequel la panne s'est produite, et acquiert des informations correspondant à l'élément de données de sauvegarde, à partir du dispositif dans lequel la panne s'est produite et du dispositif fonctionnant normalement de l'autre utilisateur ; et
    - une section de détermination qui compare les informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif dans lequel la panne s'est produite et les informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif fonctionnant normalement de l'autre utilisateur, et détermine une mesure contre la réclamation.
  4. Système selon la revendication 3, caractérisé en ce qu'il comprend en outre :
    - une section de notification qui notifie les informations acquises à partir du dispositif chez l'utilisateur et du dispositif chez l'autre utilisateur à un équipement possédé par une personne en charge des mesures contre les réclamations.
  5. Produit de programme d'ordinateur pour fournir des données de sauvegarde utilisant un système de maintenance à distance comprenant un support de stockage lisible par ordinateur ayant un moyen de code de programme lisible par ordinateur incorporé dans ledit support, ledit moyen de code de programme lisible par ordinateur, comprenant :
    - un moyen pour acquérir des informations de réclamation sur un dispositif (12) avec une fonction de copie chez un utilisateur, dans lequel une panne s'est produite ;
    - un moyen pour générer un élément de données de sauvegarde nécessaire à partir des informations de réclamation ;
    - un moyen pour accéder, à travers un réseau (13), au dispositif dans lequel une panne s'est produite et à un dispositif fonctionnant normalement chez un autre utilisateur, qui est du même modèle que le dispositif dans lequel une panne s'est produite, et pour acquérir des informations correspondant à l'élément de données de sauvegarde, à partir du dispositif dans lequel la panne s'est produite et du dispositif fonctionnant normalement chez l'autre utilisateur ; et
    un moyen pour comparer les informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif dans lequel la panne s'est produite et les informations correspondant à l'élément de données de sauvegarde acquises à partir du dispositif fonctionnant normalement chez l'autre utilisateur, et détermination d'une mesure contre la réclamation.
  6. Produit de programme d'ordinateur selon la revendication 5, dans lequel ledit moyen de code de programme lisible par ordinateur est caractérisé en ce qu'il comprend en outre :
    - un moyen pour notifier les informations acquises à partir du dispositif chez l'utilisateur et du dispositif chez un autre utilisateur à l'équipement possédé par une personne en charge des mesures contre des réclamations.
EP02770189A 2001-11-02 2002-09-09 Procede et systeme de mise en place de donnees d'archivage destinees a l'etude de revendications Expired - Lifetime EP1417622B1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US2771 2001-11-02
US10/002,771 US7024411B2 (en) 2001-11-02 2001-11-02 Method, system and computer program product for providing backup data for use in studying claims
PCT/JP2002/009170 WO2003038711A2 (fr) 2001-11-02 2002-09-09 Procede et systeme de mise en place de donnees d'archivage destinees a l'etude de revendications

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EP1417622A2 EP1417622A2 (fr) 2004-05-12
EP1417622B1 true EP1417622B1 (fr) 2006-04-05

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US (1) US7024411B2 (fr)
EP (1) EP1417622B1 (fr)
JP (1) JP2005507532A (fr)
DE (1) DE60210474T2 (fr)
WO (1) WO2003038711A2 (fr)

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DE60210474D1 (de) 2006-05-18
WO2003038711A2 (fr) 2003-05-08
US20030088590A1 (en) 2003-05-08
WO2003038711A3 (fr) 2003-10-30
EP1417622A2 (fr) 2004-05-12
JP2005507532A (ja) 2005-03-17
US7024411B2 (en) 2006-04-04
DE60210474T2 (de) 2006-10-19

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